Customer service stories - Page 3

ServiceNow makes Anthropic’s Claude its default AI for app building and wins a major Panasonic Avionics deal spanning 300+ airlines.

Calabrio launches Omni Agent Intelligence, giving contact centres a single, cross-platform view of performance for human and AI agents.

TELUS and RingCentral will infuse Business Connect with AI assistants, receptionists and insights tools, rolling out to users in early 2026.

Big banks and AI leaders signal they will layer new AI tools on top of, not instead of, core enterprise software systems.

Delivery Hero uses Twilio automated voice calls to cut rider contact by 25%, slash escalations over 60% and lift last-mile answer rates.

Australia’s Defence Department renews Kinetic IT deal, expanding ICT service desk and switchboard support to a national base contact centre.

Kore.ai lands fresh backing led by AllianceBernstein to grow its enterprise agentic AI platform and accelerate global expansion plans.

CommBox launches Era AI Voice, promising to automate most routine call centre conversations while keeping tight enterprise controls.

Jelou lands USD $10m Series A to scale its WhatsApp-based transactional AI platform Brain across the US and wider Americas market.

Keyloop moves to acquire Motortech.ai, aiming to embed its AIME conversational agent across Fusion tools used by car dealers worldwide.

Canon secures Silver at the 2025 Putra Brand Awards in Malaysia’s office gear category, marking an unbroken 15-year streak of wins.

GoTo adds AI Receptionist, deeper Tekion links and real-time reporting to its automotive platform to cut missed calls and speed service.

Commonwealth Bank teams with OpenAI on AI and cyber training to close skills gaps for 1 million Australian small business customers.

Elastic launches Agent Builder and Workflows to help enterprises build more reliable AI agents that span fragmented internal data systems.

8x8 expands Secure Pay globally, unifying compliant digital payments and AI-led outreach across its customer experience platform.

UK retailers are racing to fix parcel delivery failures as squeezed shoppers demand smoother service and loyalty becomes harder to win.

Trend Micro warns firms that unmanaged use of AI models could trigger major legal, financial and reputational risks worldwide.

Infobip urges UK retailers to use RCS and WhatsApp to cut returns disruption as annual costs are forecast to top GBP £27 billion.

Simwood launches on-net conversational AI agents for carriers and MSPs, embedding voice and WhatsApp bots directly into UCaaS networks.

ServiceNow expands its OpenAI partnership to embed GPT-5.2 voice agents and automation more deeply into enterprise workflows and IT systems.